Gorgias vs. SAP Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gorgias
Score 9.2 out of 10
N/A
Gorgias, headquartered in San Francisco, builds a multi-channel helpdesk integrated with e-commerce merchants'​ back-office. It allows merchants to manage all their support from one place. Gorgias connects all business apps and all communication channels to provide support agents a unified view of their customers. It sets auto-responses to common customer requests.
$60
per month Up to 350 mothly tickets
SAP Service Cloud
Score 8.7 out of 10
N/A
SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.N/A
Pricing
GorgiasSAP Service Cloud
Editions & Modules
Basic
$60
per month 350 monthly tickets
Pro
$300
per month 2,000 monthly tickets
Advanced
$750
per month 6,000 monthly tickets
Custom
custom
Custom ticket volume
No answers on this topic
Offerings
Pricing Offerings
GorgiasSAP Service Cloud
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
GorgiasSAP Service Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Gorgias
8.7
1 Ratings
10% above category average
SAP Service Cloud
-
Ratings
Organize and prioritize service tickets8.01 Ratings00 Ratings
Expert directory7.01 Ratings00 Ratings
Subscription-based notifications9.01 Ratings00 Ratings
ITSM collaboration and documentation9.01 Ratings00 Ratings
Ticket creation and submission9.01 Ratings00 Ratings
Ticket response10.01 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Gorgias
7.0
1 Ratings
10% below category average
SAP Service Cloud
-
Ratings
External knowledge base6.01 Ratings00 Ratings
Internal knowledge base8.01 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Gorgias
9.4
1 Ratings
20% above category average
SAP Service Cloud
-
Ratings
Customer portal8.01 Ratings00 Ratings
IVR9.01 Ratings00 Ratings
Social integration10.01 Ratings00 Ratings
Email support10.01 Ratings00 Ratings
Help Desk CRM integration10.01 Ratings00 Ratings
Best Alternatives
GorgiasSAP Service Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GorgiasSAP Service Cloud
Likelihood to Recommend
10.0
(1 ratings)
8.6
(71 ratings)
Likelihood to Renew
-
(0 ratings)
8.2
(2 ratings)
Support Rating
-
(0 ratings)
5.5
(1 ratings)
Ease of integration
-
(0 ratings)
7.5
(41 ratings)
User Testimonials
GorgiasSAP Service Cloud
Likelihood to Recommend
Gorgias
It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.
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SAP
It is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.
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Pros
Gorgias
  • Tagging- the tagging system was a great way to stay organized.
  • Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
  • Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.
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SAP
  • SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools.
  • It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered.
  • The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process.
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Cons
Gorgias
  • With that said, sometimes integrations would not work and we would have to create a Gmail alias.
  • Their response time was not that quick to errors.
  • They did not integrate with platforms such as whiplash or ship station which would have been very useful.
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SAP
  • Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
  • Slow loading of the pages as compared to other consumer tech softwares we use
  • Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
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Likelihood to Renew
Gorgias
No answers on this topic
SAP
Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
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Support Rating
Gorgias
No answers on this topic
SAP
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
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Alternatives Considered
Gorgias
We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now
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SAP
We went with SAP Service Cloud instead of Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.
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Return on Investment
Gorgias
  • Scales for 25 inboxes to 40
  • Handled over 1000 tickets a day quickly with Shopify information easily available.
  • Quantified reports for our business partners based on tagging features.
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SAP
  • positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities.
  • negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI.
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ScreenShots